Technical Support Specialist

🔥 7 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 IT Support

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Higher Logic

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📣 Marketing

☁️ SaaS

💰 $55M Private Equity Round on 2016-09

Consulting • Marketing • SaaS

Higher Logic is a leading provider of community engagement solutions. Since its inception in 2007, the company has been helping associations, businesses, and organizations build and manage their online communities. Its platforms, Higher Logic Thrive and Higher Logic Vanilla, facilitate member engagement, member acquisition, and customer retention through a variety of tools including AI, analytics, and integrations. Higher Logic empowers users to create and sustain meaningful connections with their communities, enhancing collaboration, advocacy, and customer experiences. The company focuses on providing comprehensive solutions for professional and trade associations, user groups, and both B2B and B2C markets.

📋 Description

• Investigate and resolve customer technical issues through multiple support channels • Use product knowledge, documentation, previous case history, application data, system information, and AI-assisted tools to research customer issues • Ask focused questions, assess evidence, and investigate beyond initial symptoms to identify likely causes • Use browser diagnostic tools, logs, network activity, HAR files, error messages, and other technical information during troubleshooting • Validate AI-assisted findings before using them to resolve cases or communicate with customers • Communicate issue status, findings, next steps, and resolutions professionally to customers • Document customer interactions, troubleshooting, evidence, issue status, and resolutions in the case-management system • Escalate unresolved issues to internal teams with problem statements, evidence, completed troubleshooting, and unanswered questions • Develop Higher Logic product knowledge and improve customer-service, technical-investigation, and AI-assisted troubleshooting skills • Meet performance expectations for productivity, work quality, investigation quality, and customer experience • Conduct business according to Higher Logic policies and procedures • Perform other duties as assigned

🎯 Requirements

• Basic understanding of, or willingness to learn, Higher Logic's product suite • Strong critical-thinking, problem-solving, and troubleshooting skills • Ability to search and apply information from documentation, previous cases, known issues, and other available knowledge sources • Ability to learn and use case-management, work-tracking, system-monitoring, observability, and approved data-access systems • Ability to use browser developer tools and perform an initial assessment of console messages, network activity, HAR files, logs, and common web application errors • Basic understanding of, or willingness to learn, standard web technologies, browsers, web applications, HTML, CSS, JavaScript, APIs, and databases • Ability to use AI-assisted systems effectively, provide appropriate context, ask clear follow-up questions, and assess the accuracy and completeness of their output • Ability to use AI capabilities connected to approved product, support, knowledge, observability, and data systems as part of a complete investigation • Ability to distinguish verified evidence from assumptions and recognize when additional information or specialized assistance is required • Excellent verbal and written communication skills • Exceptional customer-service skills • Effective prioritization and triage skills with the ability to manage multiple customer inquiries • Self-directed learner who can adapt to new products, technologies, tools, and troubleshooting methods • Typically requires a minimum of two years of technical customer-service experience, preferably in a SaaS environment • Technical aptitude developed through professional experience, self-directed learning, technical training, certifications, or education • Experience using customer-support, case-management, work-tracking, documentation, or knowledge-management systems • Experience troubleshooting web applications or using browser diagnostics, system-monitoring information, application data, or AI-assisted tools is preferred